Role Summary
As a Contact Centre Deputy, you will play a key role in supporting the day-to-day operations of the contact centre, working alongside Contact Centre Managers to ensure the achievement of key KPIs around handle rate, conversion, and job despatch.
Key Responsibilities
* Collaborate with Contact Centre Managers to ensure smooth job allocation and despatch, supporting engineers and customers by assisting with job board updates, job ticket administration, and answering queries from engineers and booking coordinators.
* Answer phone calls from customers and engineers as required, ensuring that target handle rates are consistently met.
* Cover for Contact Centre Managers when needed, maintaining a proactive and professional approach to all calls and queries from both engineers and customers.
* Support the achievement of all call centre KPIs, assisting in the conversion of calls and handling complaints in a professional and effective manner.
* Assist engineers with diary management and query resolution, ensuring that their operations run smoothly.
Critical Success Factors
* Maintain customer phone call handling service levels at or above agreed levels.
* Achieve overall contact centre conversion at or above the required level.
* Minimise engineer query calls to the contact centre regarding team jobs.
* Maintain high morale, team spirit, and staff engagement among all team members.
Brand
PIM UK Pimlico